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1. Calculating the ROI forSocial Customer Service:How to Combine Strategy with ROI to AccelerateExecutive ApprovalBy Dr. Natalie Petouhoff and Kathy HerrmannMay 2011 2. ContentsThe Challenge: Making a Business Case for Social Customer Service …………………………………. 1The Solution: A Framework for Measuring ROI …………………………………………………………………… 1 What is ROI? ……………………………………………………………………………………………………………. 1 The […]

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